Module 2: Quality management and continuous improvement
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In this post, I provide complete, accurate, and detailed explanations for the answers to Module 2: Quality management and continuous improvement of Course 4: Project Execution: Running the Project – Google Project Management: Professional Certificate.
Whether you’re preparing for quizzes or brushing up on your knowledge, these insights will help you master the concepts effectively. Let’s dive into the correct answers and detailed explanations for each question!
Test your knowledge: Quality management
Practice Assignment
1. As a project manager, you conduct a process to determine which standards of quality are relevant to the project and how to satisfy them. Which quality management concept does this describe?
- Quality standards
- Quality assurance
- Quality planning
- Quality control
Explanation:
Quality planning involves identifying the standards relevant to the project and determining how to meet them.
2. Which quality management concept—often set at the beginning of a project—uses multiple guidelines, such as reliability and usability, to ensure its desired outcome?
- Quality planning
- Quality standards
- Quality control
- Quality assurance
Explanation:
Quality standards define the criteria (e.g., reliability, usability) that must be met to ensure the project meets its objectives.
3. As a project manager, you and your team monitor project results and delivery to determine if the desired results are being met. If issues are identified, you take corrective action to resolve them. Which quality management concept does this describe?
- Quality control
- Quality planning
- Quality assurance
- Quality standards
Explanation:
Quality control involves monitoring project results to ensure they meet the set quality standards and addressing issues when necessary.
4. As a project manager, you and your team conduct a review process. Your goal is to evaluate whether the project is moving toward delivering a high-quality service or product and to prevent defects before they occur. Which quality management concept does this describe?
- Quality control
- Quality assurance
- Quality planning
- Quality standards
Explanation:
Quality assurance is a proactive process aimed at preventing defects and ensuring the project stays on track to deliver high-quality results.
Test your knowledge: Compile feedback to measure satisfaction
Practice Assignment
5. A project manager should ask open-ended questions when utilizing which of the following three interpersonal skills?
- Negotiating
- Tool understanding
- Empathetic listening
- Trust-building
6. When is an optimal time to send out a feedback survey?
- Both before and after a product or service launches
- Only before a product or service launches
- Only after a product or service launches
7. What are the main goals of a user acceptance test (UAT)? Select all that apply.
- To confirm that the product, service, or process is working as intended
- To persuade potential customers to use the new product, service, or process
- To demonstrate that the product, service, or process is behaving in expected ways in real-world scenarios
- To identify issues that need to be addressed before considering the project to be done
8. As a project manager running a user acceptance test (UAT), you take your users through a sequence of steps to accomplish tasks in your product. What is the term for these steps?
- Edge cases
- Critical user journey (test cases)
- Acceptance criteria
- Feedback survey
9. Which of the following are best practices for running an effective UAT? Select all that apply.
- Determine user credentials and access permissions the day of the test.
- Write UAT scripts based on user stories.
- Let users decide their own plan for the testing process.
- Define and write down the acceptance criteria.
- Create test cases for each item being tested.
Test your knowledge: Continuous improvement
Practice Assignment
10. Fill in the blank: _____ is an ongoing effort to improve products or services. It begins with a project manager recognizing processes and tasks that they should create, eliminate, or improve.
- Process improvement
- Control improvement
- Continuous improvement
- Experimental improvement
Explanation:
Continuous improvement refers to the ongoing process of evaluating and enhancing products, services, and workflows to achieve better results.
11. As a project manager, you decide to use a continuous improvement framework to help you measure success. The framework you choose has a step that involves conducting performance metrics and data collection to establish baselines. Which framework does this describe?
- DMAIC
- UAT
- KPI
- PDCA
Explanation:
DMAIC (Define, Measure, Analyze, Improve, Control) is a Six Sigma framework where the “Measure” phase involves collecting data to establish performance baselines.
12. Which continuous improvement framework does the following scenario represent?
A project manager identifies an ongoing communication issue where a vendor isn’t getting notified about product shipments. To fix the problem, they first plan additional communication strategies. Next, they implement one of their strategies—send an additional email after each shipment. Then, they check to verify that the customer receives the email. Finally, they review the process to fine-tune and ensure continuous improvement.
- PDCA
- UAT
- KPI
- DMAIC
Explanation:
PDCA (Plan, Do, Check, Act) is a cyclical framework for continuous improvement. The steps outlined in the scenario align directly with PDCA phases.
13. What’s the main difference between a program and a portfolio?
- A portfolio contains more complex projects than a program.
- A program contains current projects, whereas a portfolio contains previous projects.
- A program is a collection of projects, whereas a portfolio is a collection of both projects and programs across an entire organization.
- A program contains better-organized projects than a portfolio.
Explanation:
A program consists of interrelated projects with a common goal, while a portfolio encompasses programs and projects to align with organizational strategies.
14. A construction company tests a strategy to reduce costs on a collection of projects. This experiment is part of a long-term business objective. What position would most likely oversee this test across several projects?
- Program manager
- Portfolio manager
- Project manager
- Primary stakeholder
Explanation:
A program manager oversees a group of related projects and ensures they align with broader business objectives, like the cost-reduction strategy in this scenario.
Test your knowledge: Retrospectives
Practice Quiz
15. A project manager sends out an anonymous team survey for feedback after a customer reports they’re not happy with a product feature. Then, the project manager calls a team meeting to discuss the feedback in the survey. During the meeting, the project manager asks the team to use “we” language instead of “you” language. At the end of the meeting, the team discusses what lessons the team will carry into future work.
Which three retrospective best practices are the project manager and team following?
- Don’t focus only on the negative
- Change perspective
- Use a time-boxed agenda
- Be blameless with teammates
Explanation:
The project manager focuses on creating a positive and blameless environment by sending an anonymous survey, using “we” language during discussions, and emphasizing lessons for future improvements. This approach encourages open communication and continuous team growth.
16. What are the main purposes of a retrospective? Select all that apply.
- Promote positive changes
- Facilitate improved collaboration
- Encourage team-building
- Eliminate all team miscommunications
Explanation:
The main purposes of retrospectives include promoting positive changes, facilitating collaboration, and encouraging team-building. These help improve project outcomes and foster better team dynamics for current and future projects.
17. What are some typical reasons for holding a retrospective? Select all that apply.
- Missed deadlines or expectations
- Delivered a new product
- Kicked off a new project
- Reached the end of a Sprint
Explanation:
Retrospectives are typically held after delivering a product, reaching the end of a Sprint, or missing deadlines to reflect on lessons learned and improve future processes. These scenarios provide valuable opportunities for growth and process optimization.
18. Fill in the blank: As a project manager, the way you choose to structure your retrospective will depend on _____.
- your project scope
- your project budget
- your team and workplace
- your customer
Explanation:
The structure of a retrospective depends on the team and workplace dynamics, allowing project managers to choose between formal, in-person discussions or virtual formats that best suit their team’s needs.
Module 2 Challenge
Graded Quiz
19. As a project manager overseeing a product launch, you monitor and inspect the results to ensure the project is meeting the quality standards. You notice one standard is not being met and take corrective action to improve the standard. Which quality management concept does the inspection and corrective action represent?
- Quality standards
- Quality control
- Quality assurance
- Quality planning
20. During which step of the quality management process does a project manager ask questions such as: “How will I determine if the quality measures will lead to project success?” and “What outcome do my customers want at the end of this project?”
- Quality planning
- Quality assurance
- Quality control
- Quality action
21. To receive authentic and honest feedback from customers, what strategy should a project manager use?
- Ask open-ended questions and listen to the customer’s current state versus their desired state
- Incentivize customers with a gift card because they’re more likely to respond
- Ask for feedback after the project finishes because customers won’t fully understand the product until it’s complete
- Ask for stakeholder feedback and relay it to customers in hopes to close the gap between the customer’s expectation and the project’s needs
22. During a user acceptance test (UAT), the project manager creates UAT scripts so the testers better understand the product or service. The project manager writes the scripts based on user stories, which are best described as what?
- Communications that report on questions, issues, or delays during the testing process
- Step-by-step instructions that users follow during the testing process
- Informal, general explanations of a feature that reflect the perspective of an end user
- Feedback from users that includes positive comments, bug reports, and change requests
23. Before running a process improvement experiment, a project manager needs to first identify processes to change and leave unchanged. What’s the experiment-related term for the unchanged process?
- Research group
- Comparable group
- Control group
- Variable group
24. As a project manager, you identify a process-based problem you’d like to improve. To better understand the problem, you examine the technology to understand its root cause and interview the team on how it’s impacting their performance. Which DMAIC step did you apply?
- Define
- Measure
- Control
- Analyze
25. As a project manager, you learn a customer is not satisfied with the quality of a finished product. You have already identified the root cause and brainstormed solutions to the problem with the team. Now, you and the team attempt to fix the problem by implementing a solution. Which PDCA step did you apply?
- Plan
- Do
- Check
- Act
26. A project team discovers an efficient process to more quickly develop a product. The program manager implements the idea in several other projects. When the portfolio manager learns that the more efficient process is working across several projects, they recommend it to several programs. This scenario exemplifies which best practice?
- Positive feedback
- Word-of-mouth communication
- Hierarchical communication
- Continuous improvement
27. Fill in the blank: The way a project manager decides to structure a retrospective depends on _____.
- team and workplace
- the latest project management trends
- project sponsor preference
- the previous project manager’s agenda
28. As a project manager, you hold a retrospective. During the meeting, you give the team an opportunity to discuss risks that materialized: Were there any gaps between the original plan and its execution? Which retrospective step does this represent?
- Lessons learned
- Future considerations
- Action items
- Next steps
29. As a project manager, you’re overseeing a product launch for coffee mugs. You have agreed with the manufacturer that before any agreement to purchase is made, the mugs need to be tested for durability. Which quality management concept does this task represent?
- Assurance standard
- Quality assurance
- Quality planning
- Quality control
30. Which quality management concept must be well-defined at the beginning of the project to help avoid rework and schedule delays?
- Quality assurance
- Quality control
- Quality standards
- Quality action
31. As a project manager, part of your job is to keep the project moving forward when any kind of issue arises within the team or from other stakeholders. Which of the following are situations where the customershould be informed about such issues? Select all that apply.
- When the issue causes a problem and you need the customer’s input to resolve
- When the issue will cause a delay in delivery
- When your team is testing a new workflow
- When your team is troubleshooting an issue that won’t affect delivery
32. As a project manager, you’re doing a user acceptance test (UAT) to test your product. You present your users with the visual mockup of the product and walk them through each step they need to take to use the product. What UAT quality control step does this scenario represent?
- Acceptance criteria
- Critical user journey
- User story
- Edge case journey
33. A project manager engages in continuous improvement to enhance team performance. What is the purpose of the project manager’s continuous improvement?
- To improve the product at the last stage of the quality management process
- To ensure that a product makes its way towards the best outcome
- To enable process improvement
- To enable team improvement
34. As a project manager, you’ve heard back from a customer who is not happy with product your company delivered. You decide to apply the PDCA process to fix the problem. What should you do in the first step of this process?
- Identify the root cause and brainstorm solutions
- Fix the problem
- Compare results to the goal to find out if the problem is fixed
- Fine-tune the fix
35. A team successfully delivers a product feature to a client, but misses the deadline. What should the project manager do to investigate why the product feature was late?
- Hold a retrospective
- Add a team member
- Increase the budget
- Meet with stakeholders
36. As a project manager holding a retrospective, you discuss the successes and setbacks of the project and compile a document with team member’s feedback. As the project manager, how should you use this feedback?
- Create a plan that should be implemented for future projects
- Pick out the best feedback and assign awards to team members accordingly
- Pass it along to the team
- Ask the program manager how to use the feedback
37. As a project manager, you’re overseeing the launch of a new product: a portable, solar-powered stove. Before beginning the project, you set a criteria for the desired outcome: It must maintain a specific cooking temperature for a set period of time. Which quality management concept does this criteria represent?
- Quality planning
- Quality control
- Quality standards
- Assurance planning
38. Which quality management concept involves monitoring project results to determine if these results are the ones desired or not?
- Quality standards
- Quality planning
- Quality control
- Quality assurance
39. A project manager sets clear expectations with customers about when they’ll communicate certain project updates and changes. To gain the customers’ confidence, the project manager also provides situational examples of when they may communicate. Which soft skill does this project manager use with their customers?
- Negotiation
- Trust-building
- Quality planning
- Empathic listening
40. A project manager considers process improvements. They realize that the packaging the product ships in is causes a high percentage of the products to break. They believe that by using stronger packaging, less products will break. What is another term for this belief?
- Hypothesis
- Control
- Research
- Variable
41. As a project manager, you have found a reasonable solution to the problem you identified. You are now ready to implement the solution. Which DMAIC step are you currently applying?
- Define
- Measure
- Control
- Improve
42. As a project manager applying the PDCA process, you’ve already attempted to fix a process that you believe is causing a common customer complaint. As your next step, you compare your results to the goal to determine if you fixed the issue. What PDCA step will you apply?
- Plan
- Do
- Check
- Act
43. Which parts of a company ecosystem rely on continuous improvement to have collective and separate successes? Select all that apply.
- Projects
- Performances
- Programs
- Portfolios
44. Which of the following is a retrospective best practice?
- Assign blame so teammates know who did what wrong
- Focus on more negative aspects than positive so the team can improve more quickly
- Use “you” language to communicate clearly and reduce confusion across the team
- Change perspectives so that the team can better understand another person’s point of view
45. Which one of the following describes the way a project manager must conduct a retrospective?
- The negative feedback should come before the positive feedback
- The feedback should be shared before meeting about it
- Everyone on the team should talk about their successes
- There is no way which must be followed, it entirely depends on your team and workplace
46. As a project manager, you’re overseeing a product launch. You meet with customers and clients to determine the product standards and the usability standards. Which quality management concept do you apply in this scenario?
- Quality control
- Quality assurance
- Quality standards
- Assurance standards
47. Which step of the quality management process should a project manager ensure quality standards after a problem is identified?
- Quality assurance
- Quality action
- Quality control
- Quality planning
48. As a project manager, you use the DMAIC framework and are currently applying the Analyze step. What is involved in this step?
- Implement a reasonable solution to an identified problem
- Identify the root cause of a problem and better understand the impact
- Define the business problem, goals and resources
- Monitor any updated processes established
49. As a project manager, you fine-tune a fix you previously applied to the product to ensure continuous improvement. Which PDCA step are you applying?
- Plan
- Act
- Check
- Do
50. What are reasons to hold a retrospective? Select all that apply.
- End of a sprint
- Missed deadline
- User story completed ahead of time
- Miscommunication between stakeholders
51. As a project manager, part of your job is to understand the customers’ frustrations, address them and find a solution that benefits both of you. Which interpersonal skill do you use to achieve this?
- Trust-building
- Negotiation
- Quality planning
- Empathic listening
52. As a project manager, you hold a retrospective. During the meeting, you have a discussion about risks that could become issues if not addressed this quarter. You also inform the team that you’re passing ownership of the project to someone else. In the retrospective notes, you include the contact information of the new project manager and links to any relevant documentation. Which retrospective step does this represent?
- Risks that materialized
- Action items
- Lessons learned
- Future considerations
53. During a user acceptance test (UAT), a user provides feedback with a suggested minor change to the product. Which type of feedback was provided by the user?
- Bugs
- Change requests
- Positive feedback
- Issues
54. A project manager is considering process improvements. They identify that their team is too slow when delivering a service. They have an educated guess about what’s causing the problem and how to fix it. What’s the term for this educated guess?
- Variable
- Control
- Hypothesis
- Research
55. As a project manager, you learn a customer is not satisfied with the quality of the finished product. To fix the problem, you first identify what you believe is the root cause and brainstorm solutions with your team. What PDCA step did you apply?
- Plan
- Do
- Check
- Act
56. A project manager works on a collection of projects. What is the term for this collection of projects?
- Portfolio
- Program
- Project
- Collection
57. As a project manager, you’re overseeing a product launch. You have laid out a quality plan which you ensure is being followed by performing regular audits and check-ins with stakeholders. The audits and check-ins confirm your clients are receiving the exact high-quality product they expect. Which quality management concept does this represent?
- Assurance planning
- Quality control
- Assurance standards
- Quality assurance
58. As part of user acceptance testing (UAT), you define requirements that must be met each time a test is carried out. Which best practice are you following?
- Providing a step by step plan
- Writing UAT scripts
- Acceptance criteria
- Test case
59. Before running a process improvement experiment, a project manager needs to first identify which processes to change and which to leave unchanged. What is the experiment-related term for the changed process?
- Variable group
- Control group
- Research group
- Comparable group
60. As a project manager, you’re overseeing a product launch. You meet with customers to determine the product’s quality standards. Then, you create processes and documentation necessary to achieve the expected quality. Which quality management concept do these tasks represent?
- Assurance planning
- Assurance standards
- Quality planning
- Quality control
61. As part of fostering a relationship with a customer, it is important to understand their current state versus their desired state. Which of the following is an effective way to achieve this understanding?
- Ask about their day
- Ask for a list of frustrations they have
- Provide a checklist with yes and no answers
- Ask open-ended questions
62. During a user acceptance test (UAT), the users identify outliers that the original requirements didn’t account for, such as an extreme use of the product. What UAT quality control step does this represent?
- Edge cases
- Unknown cases
- Business cases
- User error cases
63. A project manager engages in continuous improvement that enhances team performance. What is this kind of continuous improvement called?
- Team improvement
- Quality improvement
- Behavioral improvement
- Process improvement
64. Who can take a beneficial process improvement from one project and implement it across several projects?
- Stakeholder manager
- Project manager
- Program manager
- Portfolio manager
65. Which quality management concept takes place throughout the entire project lifecycle and focuses mainly on audits and testing during the development process?
- Quality planning
- Quality standards
- Quality assurance
- Quality control
66. As a project manager, you identified a process-based problem you’d like to improve. Before implementing a solution, you conduct performance metrics and data collection. This establishes baseline data that will determine success. What DMAIC step did you apply?
- Define
- Control
- Measure
- Analyze
67. As a project manager, you have already identified a process-based problem to improve, found its root cause, and implemented a solution. Now, you take the next step: You monitor the new process to ensure the changes are beneficial to the team. Which DMAIC step are you currently applying?
- Control
- Analyze
- Define
- Improve
68. You have been assigned to a project as the project manager. From the following options, which best describes your primary task as the project manager?
- Ensuring that all your projects are completed at the same time
- To supervise your group of projects
- Provide centralized management to the group of projects and programs
- Continuously improving the assigned project
69. What’s the main purpose of holding a retrospective?
- Encourage improvements that prepare the team for future projects
- Let stakeholders give feedback so the team can get a different perspective
- Allow the project manager to explain why the project did or did not succeed
- Determine why the team missed a milestone and update the client
70. During which step of the quality management process does a project manager evaluate whether or not the project is on track to deliver a high-quality product to the client?
- Quality planning
- Quality control
- Quality action
- Quality assurance
71. As a project manager, you use the DMAIC framework to improve customer experiences. You identify the resources you need and write a project timeline. What DMAIC step are you applying?
- Measure
- Control
- Define
- Analyze
72. Your team has reached the end of a two-week sprint. During the sprint, there was a delay with two deliverables. What can you do as the project manager to investigate what the setbacks were?
- Increase the budget
- Pick up some of the work
- Ask a program manager for assistance
- Hold a retrospective
Related contents:
Module 1: Introduction to project execution
Module 3: Data-informed decision-making
Module 4: Leadership and influencing skills
Module 5: Effective project communication
Module 6: Closing a project
